Yesterday I found that 1Password had lost a login and passcode I needed. It’s been confirmed by Agile Bits and the short solution is that you need to recheck that it is syncing the way you told it to, using the service you chose.

I’d chosen Dropbox and at some point there was an upgrade to 1Password which switched that off without notice. From that point on, my iPhone wasn’t syncing to anywhere. Once that happens, it’s only a question of time. And when the 1Password for iOS 8 upgrade was crashing for me on open, I deleted the app and redownloaded it.

Maybe if I could’ve got far enough into 1Password without a crash, I might have thought to check the syncing options. But you set it once, it’s unfathomable that an upgrade would change a key setting and not notify you.

Nonetheless, that’s what happened. And since my syncing was switched off, every password I added on my iPhone was lost when I deleted the app.

This is what I deduced but here’s Agile Bits’ confirmation:

Yes, there was a version of 1Password 4 that disabled Dropbox sync for some customers and we did not have a system in place to notify customers if/when this happened. Sorry for that!

I am assuming that if you do have 1Password installed somewhere else you didn’t notice the lack of Dropbox syncing, correct? This is entirely feasible if there aren’t that many items being updated and the items being updated are only being used on the device the update was made on.

Yes, when you uninstalled 1Password for iOS the local database was deleted then. All 1Password data would have been deleted then. Again, I am sorry for this having happened.

Agile Bits support email – 20 September 2014

I’ve said before that 1Password is superbly, even astonishingly great in every single way bar upgrades. The company really falls over on upgrades: the move to iOS 8 causing so many crashes is minor compared to the alchemy one had to go through moving from 1Password 3 to 4.

But this is the first time it has ever lost passwords for me.

And I say passwords, plural, because the odds are that this is the case. There is simply no way for me to know how many other passwords I’ve lost or what they are.

I understand that there is bugger-all Agile Bits can do now but they’re wrong that there was nothing they could’ve done. They could’ve triggered a prompt for all users to check whether they had the fault, they could’ve even just publicised the fact that it had happened.

They could also have deleted their boilerplate last line in the email which reads:

Have a great weekend and please let us know if we can be of further assistance.